CUSTOMER SUCCESS ANALYST

Customer Success Analyst - RedCloud''s Intelligent Open Commerce Platform connects FMCG Brands, Distributors, and Local Merchants on a single, equitable marketplace, empowering them with real-world insights and data to help them make better decisions. RedCloud enables FMCG Brands to seize new opportunities in emerging markets, facilitates access to more buyers & streamlines operations for Distributors, and helps Local Merchants spend more time selling products, not searching for them. The company comprises a highly diverse, dynamic team of driven talented people from over twenty different countries, speaking multiple languages, with a physical footprint in Africa, Europe, and Latin America. **The role**:As Customer Success Analyst, you will play an integral role in developing successful, long-term relationships with a portfolio of clients across Brazil, connecting with key business executives and stakeholders. Acting as a key point of contact between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs. **Main Responsibilities**:- Serve as the primary point of contact for your assigned accounts, fostering trust and confidence in our partnership. From onboarding through the full customer lifecycle; - Proactively engage with customers to understand their needs, challenges, and objectives; - Provide education and resources to customers to enable them to effectively use our products/services; - Attending to day-to-day operational demands, reviewing processes, identifying areas for improvement, monitoring key performance indicators (KPIs), and maintaining regular communication with our valued customers; - Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors; - Build a solid understanding of the FMCG distribution chain; - Discover and analyze gaps in the customer experience that may lead to customer attrition. Work cross-functionally with others to address such gaps; Working with the Sales team to onboard and integrate new clients and developing existing client relationships. -- Strong understanding of digital solutions across Payments, Ordering, Marketing solutions and B2B marketplaces; - Ideally some experience in a SaaS or technology business with an ability to understand progressive technology; Ability to comprehend RedCloud technology product line and to communicate our value proposition to prospects; - Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level; - Highly organized self-starter who runs towards opportunities; - Ability to work cross-functionally in a fast-paced startup environment; - Experience in interpreting data analytics and deriving insights that drive customer value; - In this role, you willthrive in an agile, fast-paced technological environment, serving as a bridge between the technical and product teams, as well as our customers; - We are seeking an individual with excellent written and verbal communication skills in both Portuguese and English; - Based in São Paulo/SP - Hybrid workplaceCheck out the links below to see what our CEO Justin Floyd has to say about our plans for growth for the year ahead, and to see our latest video on the mission we''re on!